Support SLAs

Flexible support options

Community support is available FREE on our community licensed product for the free usage tier.

For the paid-for Subscription and Support Licenses, MidVision offers three levels of support. 

Our Community support is a basic level of support limited to community forum and shared support portal. 

The next level is  Standard (Web Based) support which adds a dedicated support portal and response and Resolution SLA’s. 

The top tier Platinum (Web/Phone and rapid response) support adds 24/7 telephone call centre rapid response and for severity 1 incidents a dedicated support technician working on the issue 24/7 until resolution.

Custom SLA’s/MSSA’s are also available for the Platinum tier upon request.

Community

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Standard (Web)

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Availability

Worldwide

Worldwide

Worldwide

Community Forum

Electronic Problem Submission

Shared Portal

Dedicated Portal

Dedicated Portal

Telephone Problem Submission

24/7

Enterprise Directory Services and High Availability Support

Support Hours

Standard business hours

Standard business hours (24/7 + Dedicated resources for severity 1)

Target Response

1 Business day

2 Hours (30 Minutes for severity 1)

Target Resolution

1 Business week

8 Hours (2 hours for severity 1)

*The targets for community support are on a “best endeavours” basis.